Greenlight Planet is a multinational, for-profit business that designs, distributes, and finances solar-powered home energy products, with an underserved population in mind: the 1.3 billion global consumers for whom the old-fashioned electrical grid is either unavailable or too expensive.
They are actively recruiting for the position below.
Role Title: Customer Service Quality and Training Manager
Location: Lagos State, Nigeria.
Role Responsibilities:
As the Training Development Manager, you will be responsible for –
- Monitoring of calls for quality assurance purposes.
- You will establish and communicate training materials that results to excellent customer service and company growth.
- Working with customer experience leads in regions to maximize productivity and quality while working towards reducing costs.
- Implementing directed corrective measures required to meet standards.
- Developing digital and print educational material (e.g. videos and manuals).
- Conducting role-playing activities to develop interpersonal skills (e.g. negotiation, teamwork and conflict management)
- Engaging QA team /Schedule regular training sessions for the quality assessors by ensuring they are equipped with the right tools of trade and content to deliver proper quality checks (e.g. monthly or quarterly)
- Ensuring new hires take on basic Call Centre /customer service training courses, including communication and troubleshooting skills.
- Liaisin with managers and encourage on-the-job coaching (e.g. how to handle difficult client cases).
- Coordinating mentorship programs for new customer service representatives.
- Assessing the impact of each educational course on staff performance and client satisfaction.
- Maintain updated records of training curricula and material.
- Incharge of Quality assessors and works directly with them by ensuring that call quality guidelines and standard operations are executed as required by mentoring and developing improvement plans and call insights objectives.
- Development of tiered training program and modules for new hire onboarding for Customer Experience team members.
- Management of regional training programs and team members responsible for implementation in each market.
- Management and enhancement of quality assessment tools and evaluations regionally.
- Source, chart and analyze data to support company goals.
- Research and define the root cause of issues and communicate clearly and in a friendly manner to solve the issues while building loyalty with the customers.
- Analyze effectiveness of current strategies; identify opportunities for improvement.
- Report regularly on KPIs at all levels within the organization for transparency and data informed decision making.
- Working with CX leadership on optimizing utilization of CRM tools and determine best practices or opportunities for improvement.
- Maintaining accurate documentation for all tools and training updates.
Required Qualifications:
- Hold a bachelor's degree in Business Administration, Training and Development, Organizational Development, Computer Science.
- A minimum three years relevant experience in training and customer service skills.
- Proven three years of experience in leadership.
- Proven working knowledge of instructional design/technology and organizational development principles.
- Specific computer applications include Excel, Access, and PowerPoint.
- Proficiency in developing and administering training needs assessments, analyzing organizational challenges, and developing organization solutions that have a measurable impact on addressing performance gaps/problems.
Application Deadline:
Ongoing
Application Guidelines:
To apply, click on the link below.
No comments:
Post a Comment